FAQs
Orders & Shipping
How can I contact someone on your team?
For customer service, general feedback, or wholesale inquiries, reach out to support@siblings.co, and we’ll be happy to help!
Where can I find the wick and the wick holder?
In the bag! Everything you need comes inside the bag, ready to go. If you ordered an extra wick, you'll find it in your shipping box, outside the candle bag.
Can I change my shipping/billing address?
We’ll do our best to accommodate changes to addresses until you’ve received your shipping confirmation email. After an order has shipped, you’ll need to place a new order and/or make a return. Contact support@siblings.co for changes.
Where is my order?
You will receive a shipping confirmation email with tracking info once your order ships. Use the tracking number to follow your package.
Shipping Times:
- Free Shipping (US): 4 to 6 days (HI and AK may take up to 4 weeks)
- UPS Ground (US): 2 to 5 days
- Express 2-Day (US): 2 days
- Canada/UK/EU: 9 to 12 days
How much does shipping cost?
Orders over $70 ship free in the US. For orders under $70, shipping starts at $9. International shipping costs are calculated at checkout.
Return Policy
New, unused products may be returned in original packaging at any time. Refunds exclude shipping costs. First-time orders are eligible for free return shipping under our First Candle Guarantee (US only).
Product Information
What are your candles made of?
Our candles use all-natural coconut and soy wax with clean fragrance and essential oils. They’re free from paraffin, parabens, phthalates, sulfates and harsh chemicals.
How do I compost the bag?
Our bags are 100% compostable and made of 99% plant-based materials. Dispose of them in your home compost or an industrial composting facility. Bags will compost within 180 days in industrial facilities. Biodegrade time varies in home compost depending on conditions.
Subscriptions
How do subscriptions work?
Our candle subscriptions ship and bill according to your selected frequency. You can switch scents, pause, gift or cancel anytime in your account. A tree is planted for every 3-pack subscription order!
How can I create an account?
You'll receive an email after your first subscription purchase with a link to create an account. Can’t find the email? Just visit create account page.
How to Make a Clean Candle Refill
We make it easy to create your own candle with the materials in the bag. Watch our how-to video or follow the included step-by-step instructions.
What kinds of vessels can I use?
Stick to heat-resistant tumblers, cups, or jars that won’t leak, crack, or catch fire. We recommend vessels 3 inches in diameter for the best burning experience.
Examples:
✔️ Glazed Ceramic
✔️ Sturdy Glass
✔️ Sealed Metal
✔️ Enamel
❌ Wood, Coconut Shells, Plastic
❌ Porous Ceramics (e.g., terra cotta)
What if I don't have a microwave?
No microwave, no problem! You can melt the wax by placing the open bag in a pot of simmering water on the stovetop for 5 minutes. Once melted, pour the wax into your vessel and let it set.
Care & Safe Usage
How can I burn my candle safely?
- Always burn within sight and never leave unattended.
- Keep away from wind drafts, flammable objects, pets, and small children.
- Burn for 1 to 4 hours at a time to prevent tunneling.
- Stop using the candle when ¼” wax remains and refill.
How do I remove leftover wax from my vessel?
Cold method
Place your vessel in the freezer for a few hours. Once the wax has hardened, gently loosen and remove it. Pop out the metal wick tab to recycle or reuse, then wash away any remaining residue with warm water and mild soap.
Hot method
Carefully pour boiling water into the vessel and let it sit until the wax melts, then hardens and floats to the surface. Scoop out the wax and compost it—never pour wax down the drain. Remove the metal wick tab to recycle or reuse, then finish by washing the vessel with warm, soapy water.
How should I care for my ceramic Forever Vessel?
Wash with warm water and a soft sponge. Portugal-made Forever Vessels can be placed in the dishwasher for cleaning as well.
Have more questions or feedback? Contact us at support@siblings.co
For press inquiries, check out our press kit.
